Railcar Operations & Customer Service Agent

Recognized as one of the Best Places to Work in Chicago by Fortune Magazine and Great Place to Work, Sasser prides itself on supporting an employee-driven, opportunity-based culture that empowers, recognizes, and rewards its employees. From highly competitive benefits to exciting employee events to organic, grassroots philanthropy and volunteerism, Sasser is an awesome place to begin and grow your career. We are a transportation asset services and management company with roots dating to 1928. Sasser’s subsidiary units are leaders in providing commercial- and industrial-focused rail, automotive, and containerized shipping solutions, including asset leasing, fleet administration management, asset repair and maintenance, and innovative technology services.

Sasser family of companies includes subsidiaries Chicago Freight Car Leasing, Union Leasing, CF Rail Services, Express 4x4 Truck Rental, and Falcon Lease. To learn more about what makes Sasser special, visit www.sasser.com.

As a Railcar Operations & Customer Service Agent, Here's What You'll Do:

This position is responsible for coordinating railcar maintenance events and providing comprehensive administrative support to site operations, human resources, and management. This role serves as the primary customer contact for railcar repair, cleaning, and coating activities while also supporting payroll, onboarding, office operations, and compliance functions. The position ensures all work is performed in accordance with CF Rail Services (CFRS) policies. This role supports all departments at the site, and plays a critical role in customer satisfaction, operational efficiency, and administrative accuracy.

Safety & Compliance

• Learn and adhere to all CFRS safety procedures.
• Maintain a clean and orderly work area in compliance with CFRS, OSHA, and environmental regulations.
• Wear PPE in appropriate areas.
• Assist EH&S & Quality with coordination of safety meetings, training records, and compliance documentation.
• Track employee safety shoe and eyewear allowances.
• Support internal and external audits by providing BRCs, invoices, purchase orders, and other documentation as requested.
  
  

Customer Service & Railcar Operations

• Serve as the primary customer contact for railcar maintenance, repair, cleaning, and coating services.
• Communicate customer expectations to shop personnel and provide regular status updates to customers.
• Lead, coordinate, and attend customer-required status update conference calls.
• Manage the car shopping event using multiple systems in accordance with CFRS policies and procedures.
• Prepare railcar files with required forms, documentation, drawings, and service information.
• Update Keystone daily to ensure repair estimates, Work Center updates, POD status, and document uploads are accurate.
• Participate in production meetings.
• Submit required daily data including air brake testing, component IDs, EHMS alerts, UMLER, Railinc, and DDCT reporting.
• Prepare waybills using Class I and short line railroad systems.
• Close completed car files and upload required documentation into Keystone.
  
  

Billing & Invoicing

• Manage all billing functions including invoice submission, exception billing coordination, and customer portal uploads.
• Process weekly and month-end invoicing to ensure accurate capture of shop performance.
• Prepare inbound/outbound reports and railroad reporting as required.
  
  

Office Administration & Human Resources Support

• Perform general office and administrative duties including answering phones, mail distribution, filing, copying, and faxing.
• Coordinate office shipments and maintain office inventories.
• Coordinate pre-employment screening and onboarding activities with Human Resources.
• Conduct new hire orientation and administer onboarding documentation.
• Track 90-day evaluations and benefit eligibility timelines.
• Assist with annual benefit renewals.
• Prepare warning and termination documentation as directed.
  
  

Payroll Support & Employee Records

• Review timecards and prepare timecard reports for Operations Manager approval.
• Maintain employee records including PTO, vacation, and attendance tracking.
• Enter employee labor cards and documentation into Keystone.
  
  

Note: Responsibilities include the expectation to always act to support the interests of the department and organization and to perform other duties as assigned to ensure the successful achievement of departmental and company objectives.

Qualifications And Experience

• High School Diploma or GED equivalent required
• Minimum of two (2) years of experience in an office environment
  
  

Skills & Competencies

• Strong oral and written communication skills
• Excellent organizational and time management skills
• Exceptional attention to detail
• Ability to prioritize workload and multitask in a fast-paced environment
• Ability to work flexible hours
• Ability to work independently with minimal supervision
• Proficient in Microsoft Office (Excel, Word)
• Customer-focused mindset
• Team-oriented with strong collaboration skills
• Demonstrated commitment to company values and performance standard
  
  

Work Environment & Physical Requirements

The following is required on a regular basis: Standing, sitting, walking, talking, hearing, finger dexterity, visual activity, and operation of office equipment. May be required to work overtime and/or varied shifts to meet the demands of the business. Limited physical demands in the role. Lifting of packages and office supplies, typically weighing no more than 5 – 10 pounds.

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role is also eligible for benefits. Sasser employees enjoy a competitive benefits program that:

• Includes comprehensive medical, dental, and vision insurance plans, including HSA and FSA accounts with employer contributions toward HSA
• Includes a 100% Company-paid disability and life insurance plans
• Includes a 401K plan with company match PLUS additional end-of-year funding
• Provides paid vacation time (tiered based on tenure), as well as personal time, sick days and summer half days for certain roles
• Provides 10 paid holidays annually
• Provides paid parental leave for new parents, as well as a monetary gift towards a 529 education account
• Provides a confidential Employee Assistance Program
• Provides training and tuition reimbursement
• Provides community service opportunities, charity match opportunities, employee recognition programs, and many celebrations!
  
  

The Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.